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Fulfillment Project Lead - Professional I - Chesapeake, Virginia

Overview

As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.

  • Full Time
  • Experienced
  • Professional Development Opportunities

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Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

  • Adaptable 9
  • Detail-Oriented 9
  • Multi-Tasker 8
  • Strategic 10
  • Expressive Presenter 6
  • Conceptual 4
Traits are on a scale of 1 to 10

Addtional Traits

  • Insightful
  • Organized
  • Consistent
  • Efficient
  • Focused
  • Logical
  • Responsible
  • Versatile

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Rewards

  • Healthcare

    Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

  • Balance

    Maintaining a work/life balance is the key to success.

  • Collaboration

    Department learning opportunities and company-wide digital knowledge share.

  • Compensation

    Competitive salaries.

  • Family Support

    Additional resources to support employees with families.

  • Professional Development

    Conduent offers programs to help advance the careers of our employees.

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Responsibilities

Description
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

This position reports to the Service Delivery Manager for document management operations for a rapidly growing division providing benefits administration outsourcing services to over 100 client companies, including many Fortune 500 companies.  This highly diverse position focuses on outbound print fulfillment.  The scope of this position includes requirements and scope documentation, project leadership, QA, metrics reporting, budgeting/forecasting and vendor management support.    The fulfillment products include a variety of letters, complex kits including personalized and shelf items, perfect-bound output, variable text and inserts by population or recipient categories.  The output is composed with a Xerox DigiPath dyamic publishing system and printed and collated with a variety of high speed printers, including in-line printers and inserters.   A good portion of the fulfillment requires hand collation and QA.


Primary Duties and Responsibilities:


Project Leadership: 

  • Interview client contacts and external clients to document the scope, requirements, timeline and project team roles and responsibilities, project risks and risk mitigation strategies for highly complex and personalized mailings,  The project team may include external clients, internal clients, technology teams and print vendors.
  • Manage the fulfillment project from inception to completion.  Recommend best practices to meet fulfillment requirements, including the data extracts to feed the dynamic publishing system.  Some print ready output and mail merges must be accommodated, and the person in this position must proactively advise and monitor groups supplying this output to minimize timeline and quality impact.

Operations:

  • Develop and deliver key operational metrics as defined by existing service level agreements (SLA.) Plan to include FTE supply and demand actuals and forecast, project status, risk, and process excellence turnaround time and quality assurance scores and leading indicators.
  • Document recommendation for focus areas to achieve and maintain superior quality and increase efficiency through process improvement and automation.  For approved focus areas, conduct and document analysis and recommended process and automation changes.   Provide project leadership for implementation of approved changes.

  • Develop cost estimates for projects and prepare comparisons of actual to estimated spend throughout project.

  • Analyze route cause and provide documented remediation for service issues, as directed by service delivery manager.

  • Prepare spreadsheets supporting the quarterly and annual expense budgeting and forecasting process.

Compliance and Risk:

  • Identify risks and recommend and implement QA and other controls to mitigate those risks, including appropriate metrics.
  • Provide project leadership for development and testing of business continuity plan.

  • Staffing strategy:  Provide project leadership for process documentation, training program development, and staff selection and onboarding strategy for outbound mailroom.

  • Special Projects and Other Duties, as assigned.


Qualifications:

Demonstrated print fulfillment project leadership experience, preferably related to employee benefits and/or within a multi-client outsourcing company is preferred. 

  • College degree or equivalent experience.

  • Minimum 5 years business experience.

  • Demonstrated project plan documentation and presentation development experience is critical.  

  • Demonstrated metrics development experience.

  • Demonstrated process analysis and improvement experience.

  • Must be used to working under pressure. 

  • Candidates should be able to demonstrate the following:  accountability, team orientation, attention to detail, client orientation, enthusiasm and flexibility.

  • Candidates should be able to provide examples of the importance of attention to small details, in their prior positions or education experience.

  • Proficiency in MS Office applications, especially MS Excel is required.   MS Access and MS Project proficiency are highly desired.

  • Must possess excellent interpersonal skills, self-motivation, and good organizational skills.  Must maintain professionalism in dealing with others.

  • Benefits experience is a plus.

  • Inbound mailroom experience is a plus.

  • Willing to travel locally to mail vendor frequently, and occasionally to other parts of the country.


Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.


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